Make IM work for your company
Web-based IM
Recently we've seen a third type of instant messaging: an application (generally written in Java) that you embed in a Web page. Such products include Bantu Messenger, JMD's QuickSilver Instant Messenger, and Parlis. This blending of the Web and instant messaging offers some control, in that you can manage who uses the application, but users must have a Java virtual machine on their systems (most do; Windows XP doesn't include the software, but you can download it later) and access the application from a Web browser.
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Live chat on a Web page is well-suited for customer service applications, as well as communities that might like immediate discussion of the material on a particular site. Because it's tied to a Web page, it's not a compelling alternative to normal IM for most uses, however. One advantage of such applications is that you don't have to download a new client application. A disadvantage, however, is that you must integrate these platforms into your Web pages, which requires more development effort than simply installing client software. If the application is hosted, you run into the same security concerns we've already discussed. If you install it on your own servers, you add to your administration workload.
The bottom line
Which IM product is right for you depends on how much time and money it will cost to roll out and manage. You need to determine which advanced features you'll use beyond simple real-time text messaging. Start by surveying your current users. Knowing what features they currently use, and what features they would most like to have will help you target what specific business issues you want IM to address--and whether you need the additional security and administration load of an in-house IM server, along with its additional expense.
If all this indicates that an internal system may make sense, calculate what kind of return you'll get for your IM expenditure. Some of that return is tangible--for instance, you may find that customer support reps average less time on calls when they're able to IM colleagues for help. Much of the return is harder to quantify, however. The added camaraderie and connectivity IM provides, especially between users who don't share physical office space, can do a lot to promote job satisfaction and organizational loyalty.
Whichever way you go, use the same common-sense approach you would take when rolling out any new application. Start small with a pilot group of users, monitor the deployment carefully, and use their feedback to refine the project before installing the system across the organization.
Do you think IM can help improve your company's productivity? What type of IM do you think is most enterprise-worthy? TalkBack below or e-mail us with your thoughts. And, don't forget to register your vote in our quick poll.
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